In fact, the White House Office of Consumer Affairs came out with a report that showed customers who were dissatisfied with their customer support experience told three times as many people of their poor experiences versus that of a satisfied customer who will only tell about three to five. Nothing can be more disheartening for a customer who has a pressing issue to be confronted with a thirty-minute wait. Options like live chatting and web forms allow customer support specialist to engage in a higher level of multi-tasking and the ability to navigate across multiple customer tickets that fall within the same categories (further increasing efficiency). Perhaps the greatest benefit of moving customer service to a web platform is the huge reduction in queue times consumers must endure while waiting to speak with a specialist over the phone. From webpages detailing frequently asked questions (FAQs) to the option of for customers to “live chat” with a specialist, the range in which a business can utilize these support options are pretty varied.īelow are some of the pros and cons of using a customer support service over the internet. Internet-based customer support can exist in a variety of forms. Just like a live service representative, web-based solutions can occasionally succumb to errors and hiccups. But, even with these favorable numbers, web-based customer service doesn’t always get it right.

Out of that percentage, another 51% actively use email, live chat or voice messaging services to resolve customer support related issues.

Out of all the top performing companies in the United States, 91% give customers the option to utilize a web-based form of troubleshooting. The year 2011 saw a massive increase in the number of businesses that have integrated web-based support or issue tracking software into their customer service module. Now with the prevalence of the internet and web-based forms of communication, the technical support game has changed and the way we troubleshoot, inquire and report problems has gotten a facelift. To think that only ten years ago many of us were mailing paper-based press releases, wading through reams and reams of paper in metal filing cabinets, feeling quite smug about or computers with Pentium processors and boasting our 512 megabytes of ram.ĭuring these years, technical support was largely carried out over the phone, through the mail, or on the chance you lived near a distributor, in person. How technology changes impact on web-based customer support? Here we will talk about the pros and cons of web-based customer support.Įach year the landscape of Internet-based technologies is constantly expanding.

Survival craft 2 customer suppot